Resume of Arthur C. Peffer Jr.
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ARTHUR
C. PEFFER, Jr.
Information Technologies Manager with 12 years experience in Telecommunications and Call Center
Operations. Disciplines include Staff Management along with
broad-based experience in Operations, Contract Management, Cost reduction,
Budgeting, Project Design and Development, Strategic Planning, Avaya
Telecommunications, ACD Management, Dial Plan BSR routing, multi site skill
based call routing, Cat 5 Cat 3 Cabling.
Certified Avaya, Definity Server G3, S8300, S8500, S8710, IP Telephony,
Avaya BSR, Vectoring EAS, CMS, Conversant, Audix and Communication Manager. Ability to analyze problematic
situations, multi-task in high stress environments and apply policies and
procedures and common sense. Hands-on
experience “moves adds changes MAC’s”, ACD operations and
workforce software forecast staffing levels using multiple call center
programs, provide analytical support and recommendations for staffing resources
to meet client objectives such as service levels, occupancy, cost per call, and
quality, etc. Provide coaching and
development instruction by motivating
and mentoring assigned representatives in attaining individual
performance goals through evaluations/feedback.
Act’s as a liaison between the leadership team associates and Vendors.
Address complaints through negotiation settlements of disputes. Proficient with
Microsoft Office Suite including Excel, PowerPoint and Outlook.
· Through formal RFP process renegotiated BankUnited’s data and voice contracts cutting costs by 45% - 60%.
· Technology Contract Management producing 1 Million in savings annually.
· Funded a third-party vendor through BankUnited to design a unique Telecom Bill Management system which provides income via all future sales of the product (ROI was realized within 5 months).
· Responsible for the infrastructure to support the accelerated growth of 53 additional BankUnited locations during my tenure.
· Through Gap Analysis spearheaded the efforts and actions with technology-based projects having impacts on T-Mobile centers.
· Led the efforts in the development of new policies that determined appropriate levels of work and reorganized workflow priorities.
·
Created new enhanced SVC call-flow project that
was accepted nationally and fundamentally changed how ADP conducted business
via network and skill based routing.
Won an award for the call flow design.
·
Saved ADP in excess of $300,000 annually by
creatively suggesting and implementing an
· Took the lead in helping Samsung's Avaya call center in Ledgewood, NJ reducing its operational and third party outsourcing costs by 30% through the automation of several CSR functions realizing ROI with in 6 months an a net gain of $600,000 annually .
· Winner of Samsung Electronics America President's Award in 1999 for the planning, coordination, and implementation of a "State of the Art" call handling system that dramatically increased capacity and substantially reduced cost.
· Assumed a major leadership roll creating Samsung’s e-commerce support, reducing call volume by 10% nationally.
· Championed and built an IVR system which reduced the number of calls for customers looking for local repair centers by 24.3%.
BankUnited,
INC., Miami, FL 2004-Present
AVP of Contracts /
Communication Services / Telecom Manager
Manages the operations of 93 location’s, daily planning, engineering, design, 6 million dollar enterprise voice and data budget, project management, SOX, GLB, internal audit compliance, and resource allocation for the enterprise's telecommunications voice / WAN data network objectives. Ensures customer satisfaction. Responsible for strategic telecommunications / network planning and works with senior leadership to coordinate telecommunication /network plans with those of the business. Develops and implements standards, procedures, and processes for the Communications Services Group. Plans and manages the support of new technologies, performance, business continuity “contingency”, growth and reliability. Defines and negotiates service level agreements and contracts. Performs a coordination role with enterprise management, vendors and customers.
Responsible for:
• Provide day to day direction and administrative management to the resources responsible for voice / data and low voltage cabling services and specialized project management functions.
• Manage voice, data circuit inventory, low voltage cabling and physical associate moves in 5 States comprising of 93 locations, including T-1 circuits, PRI, ISDN, DSL, copper lines, Interactive Voice Response (IVR), Automated Call Distribution (ACD), Call Accounting Systems, PBX and Voice Mail Systems.
• Interface and assist multiple internal departments including cross-functional activities between groups in the definition of information systems business requirements.
• Ensure maintenance contracts on all telecommunications and data communications equipment is up to date and cost effective.
• Negotiate and manage vendor contracts and
• Troubleshoot voice/data network problems, including response time issues, downed circuits, misrouting of data/voice calls, etc.
• Work with vendors to analyze traffic, fraud, abuse and recommend cost saving measures.
• Develop long term strategic plans and requirement to ensure that the Bank’s network technology needs are met in a timely and cost effective manner.
Contract Employment
(Consulting)
The i gen group, INC.,
National Operations
Manager / Sales Engineer
Owner of the cradle-to-grave process and work-flow of:
Project Management, System Installations, Cabling, (Break/Fix) Act as lead
consultant on Projects and Consulting Assignments brought in. (i.e. Billing
Audits, Expense Reduction Planning, Call Center Optimization etc. Responsible
for the Installation, maintenance and administration of all Avaya G3, Partner,
Nortel M1, Norstar, Panasonic, NEC, Toshiba, Cisco, and 3com Phone systems.
Currently manage 60 Technicians throughout the
Responsible for:
· Company Information Technology Development, Collaboration Methodology, Hardware/Software Standards, Break/Fix;
· Sales Engineering Support, Product and Service Costing, Engineering Support, Solution Configuration, Research, Product Comparisons;
· Developing processes to streamline work flow management with 500% growth in mind;
· Speaking at Conferences, Deliver Avaya workshop training.
(consulting)
T-MOBILE, INC., (formally VOICESTREAM),
Critical liaison working with senior leadership
team between the call center and outside support operations in order to
optimize
Responsible for:
· Identified gaps between customer and CCR needs and currently available technology.
· Coordinated technology improvements and training.
· Served as the primary operations point-of-contact within the center to resolve all difficulties.
·
Maintained constant communication with all
·
Coordinated resolution of
AUTOMATED DATA PROCESSING, INC.
(ADP),
National Systems Analyst Lead /
Telecommunications Project Management
Performed day-to-day call center management of
30 Avaya G3 call centers.
Facilitated communications and meetings in order to champion and/or move
projects ahead, partnered with Industrial
Engineers and other Project Managers in the
maintenance and customization of call center applications and support. Work with the Avaya /
Lucent portfolio of hardware and software: G3 Definity PBX with Call vectoring, ACD and EAS skill based routing
“Agent ID”, CMS, CentreVU Supervisor and custom reporting. Intuity
Audix Voice Mail, IEX Forecasting,
CTI applications, provided port “Punch down 66, 110 Block” to
station support, iNOVA Reader
boards and call loggers “Monitoring”.
Responsible for:
· Identified and sourced new technologies for ADP, creating business cases and RFP's for call center hardware and software. Developed Power Point detailing cost analysis justifications, overall system integration, and ROI.
· Took the lead in implementing new efficient call flows based on new business case for 30 centers nationally.
· Championed the idea, and received buy-in, for an outbound dialer system, allowing customer service reps to handle 50% more incoming calls.
· Specifically requested by executive management to lead a very high profile initiative redesigning ADP’s customer web site. Assisted in the creation of HTML code and helped to assure the project came in on-time and budget.
· Worked with the Clarify Database team to identify flaws and in-efficiencies, and completed a Performed Gap analysis.
· Developed, coordinated, and implemented custom reports in CMS / ACD for ADP call center executives.
SAMSUNG
ELECTRONICS AMERICA, INC., Ledgewood,
NJ - Miami, FL - Los Angeles, CA 1994-2001
Participated in all aspects of day-to-day call
center operations. Oversaw a 45
person staff with 2 Call Center Supervisors and 1 Webmaster. Managed budget, voice system’s, ACD and work force forecasting. Administered the complete Avaya / Lucent
portfolio of hardware and software: G3 Definity PBX with Call vectoring, ACD
and EAS skill based routing “Agent ID”, Conversant IVR, Voice@work,
CMS, CentreVU Supervisor and custom reporting, Intuity Audix Voice Mail, CTI
applications, provided port to station support, Reader boards and call loggers
“Monitoring”.
Responsible for:
· Coordinated the evaluation, selection, purchase, and implementation of alternatives for enhancements to Samsung's telecommunication system. Purchased mission-critical hardware and software. Negotiated contracts with vendors and third party call centers.
· Key member of a team that provided consultative input to Samsung's business and IT management during all phases of a project’s conception, development, and implementation.
· Lead the local efforts in appending Samsung's help desk application to the company's global CRM initiative.
· Took the lead in integrating an AT&T feature called “transfer connect” into the company's IVR system which reduced the number of repetitive calls from customers looking for other Samsung sister companies. The system reduced the call volume by another 30%.
Prior
to 1994 held positions of increasing management and technical
responsibility with JVC, Inc. as a Technician and Special Projects Coordinator
from 1991 to 1994, with Economy Satellites as the General Manager from 1987 to
1990, and with American Broadcasting Company (ABC) as a Video Technician from
1985 to 1987, and in their System Maintenance Assembly Group from 1984 to 1985.
Diploma –
Electronic Technology / Microprocessor Technology -1984
Computer Processing Institute,
Certified Coach and
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